ComplaintsforNomad Internet

• Initial Complaint

  07/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a big problem with an internet company. The only way to get in touch is with email and it takes **** days to get a response, if you get a response. Very poor customer service.Were paying for ******************** and regularly we dont have a signal , with no recourse. Were paying for good service and not getting any satisfaction.

  Business response

  07/16/2021

  This customer has been a ********************** subscriber since February 2021. We sincerely apologize for the delays in our response times and any inconvenience this has caused the customer. The customer most recently reached out to our support team on July 1 to report a slow connection issue with their internet service. At this time, a line refresh was performed in an attempt to resolve the slow connection. The line refresh was completed on July 2 and an email was sent to the customer on the same day notifying of completion. We are currently awaiting a reply from the customer as to whether or not the connectivity issue has been resolved, and will continue to work with the customer to resolve their concerns in a timelier manner and service. 

• Initial Complaint

  07/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got service from Nomad. It did not work well in my area and the hardware/router interface was not great. The interface was barely in legible English. I attempted to chat with customer service. And, the customer service was poor. They sent me a 1st, 2nd, and Final Notice to pay my bill earlier than they were supposed to and threatened to turn off my service. When I contacted customer service I spoke with ***** *****. His assistance led me to want to cancel my service. He sent the ticket to ****, who, after I told ***** I wanted to cancel, charged my credit card. I was told to send an email to their billing department, I have, as of late not heard from them. They have charged my card $199.00 and $129.00. They need to refund that as they rode out the cancelation clock.

  Business response

  07/08/2021

  The customer ordered a Nomad Internet Strong Pink Plan membership on June 14. The order was delivered to the customer’s location on June 23. On July 1, the customer reached out to our support team for assistance with paying their bill after receiving an email stating that updated payment information was required. The customer indicated that his payment method was to remain the same and did not need to be updated. At this time, our customer support representative stated that we would attempt to re-bill the card on file due to an apparent payment processing failure. The customer indicated, at this time, that they would like to cancel their account while within the 7 day risk-free trial. Return instructions including a link to generate a prepaid return label for the Nomad-issued equipment were provided on the same day. The customer reached out to our support team on July 6 stating at this time that they had not yet received a return label. An additional copy of the return instructions were emailed to the customer at this time. As of July 8, this account has been closed with a full refund issued for both the one-time membership fee and monthly subscription fee. We regret that we were unable to meet this customer’s need for internet service and hope they will find our response to be satisfactory.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is a scam. I signed up for internet service with them over a year ago and they have never provided decent internet speeds, leaving me without for a large portion of the time, blaming the pandemic for all of their shortcomings. Once my router stopped working all together they offered to send me a new one. It took a month, during which time I had no internet, for the new unit to arrive. When it did it arrived damaged and was faulty as well. So I told them to cancel my service and refund the current charges as well as the month they had promised to reimburse me for due to lack of service. That first month they reversed the current charges but not the month they had promised me. Then, a month later, they charged me again for service I'm not receiving, directly taking 2 payments from my account when I never agreed to or signed a contract for a second charge. Now they are refusing to respond to my emails on the matter.

  Business response

  07/12/2021

  This customer was a ********************** subscriber on the Deep Red Plan from May 2020 through June 2021. The customer reached out to our support team for assistance with their internet connection on May 1, 2021. On the same day, at the request of our representative, the customer provided a photo of the router indicator lights  as well as the *** card. At this time, the customer was given a ***** hour timeline which allowed our team time to check the customers line for errors. On May 3, our technician determined that we were unable to restore service remotely and an order for a replacement router was placed at this time. The replacement router was delivered to the customer on May 25. The customer reached out to our support team on the same day to express concern that the second router may have been damaged in shipment. Photos of the replacement router were shared via email at this time along with a screenshot of their most recent speed test. A second replacement order to replace the damaged router was submitted on May 25.

  The customer requested a full cancellation of their account on June 2 due to the damaged router. Return instructions including a link to generate a prepaid return label for the Nomad-issued equipment were provided on the same day. On July 4, the customer reached out to our support team to inquire about a duplicate charge to their account. Our billing representative determined that the duplicate billing was the result of the customer having more than one set of equipment on their account as a result of sending out a replacement device. The customer indicated that they were in the process of finding a way to print the prepaid return label for the Nomad-issued equipment, and the duplicate charge from July 2 was refunded at this time. We are currently awaiting the customers equipment return. Per Nomads terms of service, cancellation of any subscription can only take place when items issued by Nomad Internet have been returned and associated tracking information states that the unit(s) have been received by Nomad Internet. This includes both routers and *** cards issued by Nomad.
  
  As a courtesy and in light of the customers concern regarding the ability to print out the prepaid return labels, we have closed this customers account in advance of the return. Additionally, we have issued a downtime credit for the loss of service which occurred during the month of May while the customer was awaiting the shipment of the replacement router, and also issued a refund on the remaining July invoice given the confirmation of cancelation. We sincerely apologize for the inconvenience and frustration caused by both the shipping delay and damaged router.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for Nomad Internet’s “deep red” plan for $149 per month plus a $199 membership fee on 6/9 (order **********). I was promised a 7 day free trial, and received the router on 6/18. I had security and internet speed issues, and emailed several times. I did not get responses for days, and when I did my questions were ignored. So I can’t get answers to my questions, the router is old and cheap, I have internet security holes, and I’m not happy that I was charged for service days before my free trial was over. They had said they would extend my trial while they tried to fix the internet speed issues, but on the 7th day I say I want to return the router and get my full refund, per the agreement. They ignored my request to cancel and continued to send suggestions, then stopped responding. I have now emailed to cancel four more times with no response. I want to return this router and get my full membership and monthly fee refunded, per their free trial offer.

  Business response

  07/07/2021

  This customer joined Nomad with their purchase of a Deep Red Router on June 9. At the time of checkout, customer's pay a membership fee to begin service. The fee for a membership covers the cost of the setup, administration, and support for each membership. Upon becoming a member, customers are also responsible for paying the first month of service in advance. This charge will occur when delivery of the product is confirmed. Additionally, each membership is subject to a money-back guarantee period of 7 days. The money-back guarantee period begins on the date the equipment is marked as delivered to test out the device and service. Should a member chooses to return the device within the first 7 days from when the equipment was delivered, a refund for the one-time membership fee and the first month's service fee will be issued per the terms laid out in our return policy, and after the device is delivered back to Nomad.

  
  Shortly after receiving their router, the customer determined the service was not working and requested to cancel service. We do sincerely apologize for the delays in communication that perpetuated this customer's cancelation. A return link to generate a prepaid return label was issued, and the customer's item is expected to be received to our facilities on July 9. As a courtesy given the delays this customer faced, the customer's account has been closed and a full refund has been issued to the customer ahead of the item being received. Per our return policy, refunds generally are issued upon receipt and inspection of a return normally within 12 - 14 business days from the date the item is delivered back to our facility.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  6/14/21 ordered Nomad Internet: paid $199 for modem/sim card. 6/22/21 modem arrived - 7 day service trial started. 6/25/21 contacted customer service to advise the service was not working. Requested to change plan as I was hopeful to "fix problem". 6/27/21 received follow up advising they did not have a different plan available but would like to attempt to resolve the issue. They requested a photo of my sim card/device. In order to take a photo of the sim card, I would have to remove it, however, all instructions provided said NOT to remove it. 6/28/21 requested follow up instruction. No response. 6/30/21 sent another request. As of this date, no response . 7/1-2/21 Reviewed billing account - see Nomad charged my credit card for service without consent. Contacted billing for cancellation & refund. They are requesting a return of the modem, that I paid $200 for, but will not guarantee refund (outside of 7 days - despite contact). Will not cancel monthly plan without device I purchased.

  Business response

  07/09/2021

  The customer ordered a Nomad Internet membership on the Strong Pink Plan which was delivered to the customer on June 22. The customer reached out to our support team on June 25 to report a slow speed concern and inquire about changing to the Very Blue Plan, which runs on the same carrier as her cellular phone service. Our customer support representative responded to the customer’s email on the same day and stated that we do not have the Very Blue Plan in stock for new activations at this time. At this time, our representative offered to check the customer’s Strong Pink Plan equipment for configuration errors. We unfortunately did not receive a response from the customer on this email after the offer of assistance. On July 1, the customer reached out to us to request a cancellation of their account while outside of the trial window due to our inability to fulfill her request to trial to the Very Blue Plan. Return instructions including a link to generate a prepaid return label were provided at this time. On July 4, the customer was given assurance from our support team that we would indeed fully refund all charges as part of the money back guarantee. This account has been fully closed at this time with a full refund issued for both the one-time membership fee and monthly subscription fees. We regret that we were unable to provide a suitable internet solution to this customer due to a cellular coverage issue and hope they will find our resolution to be satisfactory.

  Customer response

  07/10/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

• Initial Complaint

  07/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nomad internet took my money 175 plus 145 after receiving the modem Monday June 28 and we installed it has requested and it didn’t work I contacted them and let them know the issues there was nothing they could do fix it even do I tried a couple steps they asked me too, Friday they decided to charge me 145 we didn’t even use the internet because it didn’t work! It was horrible service , horrible customer service , they have no phone Number to talk to anybody it seems they scam everybody into buying there modems and charging them a 1 month fee even if you didn’t use it! I’ve already filed a complaint through here and emailed them to return my money back once they get there modem, DO NOT PURCHASE Nomad you will regret it! They take your money

  Business response

  07/07/2021

  This customer joined Nomad with their purchase of a Deep Red Router on June 21. At the time of checkout, customer's pay a membership fee to begin service. The fee for a membership covers the cost of the setup, administration, and support for each subscription, as there can be multiple subscriptions under one membership on a customer’s account. Upon becoming a member, you are also responsible for paying the first month of service in advance. This charge will occur when delivery of the product is confirmed. A product is considered delivered when the associated tracking certifies a successful delivery has been made to the shipping address provided by the customer at checkout.

  Shortly after receiving their router, the customer determined the service was not working and requested to cancel within their 7 day, money back trial period. A return link to generate a prepaid return label was issued, and the customer's item is expected to be received to our facilities on July 9. As a courtesy, the customer's account has been closed and a full refund has been issued to the customer ahead of the item being received. Per our return policy, refunds generally are issued upon receipt and inspection of a return normally within 12 - 14 business days from the date the item is delivered back to our facility. 

• Initial Complaint

  06/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i purchased nomads equipment and subscribed to their service. 1 day after i received their equipment and got it installed, it didnt work. i contacted nomad and spoke to a rep. he insured me that if he couldn't get it working within 24 hours they would cancel. 24 hours later , still not fixed. contacted them again. next rep. insured me no charges until they got the problem solved , so i agreed as long as no monthly charges would be charged until services were corrected and he agreed. next morning they withdrew around 150 fro. my account. contacted them again and they started giving me the run around, now a month later they have withdrew more money from my account and i have yet to use their services. and they refuse to refund my money and cancel the account.

  Business response

  07/01/2021

  We sincerely apologize for the frustration caused by the service not working for this customer, who began service with us on a Deep Red Plan in May 2021. Nomad's terms of service explains that service is provided on an as is basis, and may not work for all areas. We do appreciate the customer's willingness to attempt troubleshooting measures prior to their request to cancel on May 29, 2021. Return instructions including a link to generate a prepaid return label for the customer's items were sent for the first time on May 30. On June 30, the customer reached out to a member of our team with a request for refund of the June invoice that had been billed due to his items having not yet been returned. Our representative explained that per Nomad’s Terms of Service, the Nomad-issued equipment has to be received and processed by our team to fully cancel service, typically 12-14 business days from receipt of items in our office. Another return link was provided at this time. As of this communication, the customer has been refunded all monthly invoice fees as a courtesy ahead of their items being received back to our facilities. We are willing to issue a refund of the membership fee upon receipt of the Nomad owned equipment. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩